Senior Customer Success Manager, Medicine Supply Map

Brief Job Overview

The U.S. Pharmacopeial Convention (USP) is seeking a dynamic Senior Customer Success Manager to join its Medicine Supply Map (MSM) team. This role focuses on post-sale engagement, driving customer adoption, retention, and long-term value realization across pharmaceutical manufacturers and distributors. The ideal candidate will partner closely with customers to operationalize MSM within their workflows, align the platform to supply chain and commercial priorities, and ensure measurable outcomes are achieved.

Responsibilities

• Serve as the primary post-sale owner for onboarding, adoption, retention, and long-term value realization of the Medicine Supply Map across pharmaceutical manufacturers, distributors, health systems, and government agencies.
• Build and maintain strong relationships with key stakeholders across commercial operations, sales, supply chain, and executive leadership teams.
• Lead strategic account planning, including defining success plans, aligning MSM capabilities to customer objectives, and identifying expansion opportunities.
• Drive adoption by operationalizing MSM within customer workflows and establishing best practices for data-driven decision making.
• Facilitate regular business reviews, delivering insights and recommendations that demonstrate measurable value and support ongoing alignment.
• Develop and track customer health metrics, proactively identifying risks to adoption, engagement, or renewal.
• Partner with customers to integrate MSM insights with existing internal data sources (e.g., demand and market data) to enhance supply chain and commercial decision making.
• Provide subject matter expertise on supply chain visibility, market intelligence, and pharmaceutical industry dynamics to guide customer strategy.
• Collaborate cross-functionally with Sales, Product, and Data Science teams to advocate for customer needs and support long-term growth opportunities.
• Capture and report the voice of the customer to Product Management and leadership teams to inform roadmap priorities and continuous improvement.
• Support renewal and expansion efforts through clear value articulation, stakeholder alignment, and mitigation of adoption risks.

Qualifications

• Demonstrated understanding of USP's mission and commitment to excellence through inclusive and equitable behaviors and practices.
• Minimum of three years of successful experience in customer success, account management, or post-sale roles, preferably within SaaS, data analytics, or supply chain solutions.
• Strong relationship management skills with the ability to engage senior-level stakeholders across commercial operations, sales, and supply chain functions.
• Excellent communication, problem-solving, and organizational skills with a focus on driving measurable customer outcomes.
• Experience operating in a fast-paced environment with the ability to prioritize across multiple customers and initiatives across commercial operations, sales, and supply chain functions.
• Consultative approach with the ability to translate complex data and analytics into clear, actionable insights for customers.
• Experience leading business reviews, defining success plans, and aligning solutions to measurable outcomes.
• Understanding of pharmaceutical supply chain, market intelligence, or related industry dynamics is preferred.
• Collaborative mindset with the ability to partner cross-functionally and align customer needs with product capabilities.

Benefits

• Base Salary Range: USD $127,102.00 – $156,550.00 annually.
• Target Annual Bonus: % Varies based on level of role.
• Company-paid time off and comprehensive healthcare options.
• Retirement savings.